Streamlining is at the core
By placing the customer at the center of its business, Youse works to enhance and simplify its journey. This approach represents a key market differentiator for Youse.
Initially, the company’s operations were built on a BPO platform using a basic customer relationship management (CRM) software. This led to a lack of visibility, limited operational metrics, poor service personalization, reliance on in-house technology and vulnerability to sector-related structural issues.
To achieve greater operational efficiency, Youse implemented a streamlining program. The company initially reduced the number of vendors it used by 70%, before ultimately selecting Genesys for its contact center operations.
“Genesys was chosen for its understanding of technical needs and market leadership. The implementation was fast and successful, with the project led by KTech, based in São Paulo,” said Taiolor Morais, Director of Technology and Operations at Youse.
Youse remains committed to offering the community personalized insurance with 100% digital contracting, allowing customers to manage their insurance from the palm of their hands, with the flexibility to personalize and manage their policy through the app, website, or with help from the support team, if preferred.
This flexibility has brought significant results, reaching people who had never interacted with the insurance market before. That’s because digital insurance can be tailored to each person’s specific needs, offering pricing aligned with individual usage.
